Hey there!
We’re Fever, the world’s leading tech platform for culture and live entertainment,
Our mission? To democratize access to culture and entertainment. With our proprietary cutting-edge technology and data-driven approach, we’re revolutionizing the way people engage with live entertainment.
Every month, our platform inspires over 300 million people in +40 countries (and counting) to discover unforgettable experiences while also empowering event creators with our data and technology, helping them scale, innovate, and enhance their events to reach new audiences.
Our results? We’ve teamed up with major industry leaders like Netflix, F.C. Barcelona, and Primavera Sound, presented international award-winning experiences, and are backed by several leading global investors! Impressive, right?
To achieve our mission, we are looking for bar-raisers with a hands-on mindset who are eager to help shape the future of entertainment!
Ready to be part of the experience?
Now, let’s discuss this role and what you will do to help achieve Fever’s mission.
This is not a sales or account management role — it's an operational leadership position with high visibility and impact. You will build scalable support processes, lead a global team, and act as the operational voice of our partners, ensuring issues are solved, feedback flows, and performance improves.
What You'll Do:
- Lead the global GH Partner Support function, responsible for all inbound support from our event partners across verticals (permanent attractions, immersive experiences, exhibitions, etc.)
- Define and implement a tiered, multilingual support model (Tier 1, Tier 2, After Hours)
- Own the design and rollout of Zendesk-based workflows, macros, triggers, and routing for optimal efficiency
- Hire, coach, and scale a distributed support team (representatives, specialists, QA, trainers, supervisors)
- Define KPIs (CSAT, FCR, SLA, resolution time) and establish a performance monitoring system
- Align with Partner Management, Product, and Ops to escalate and resolve structural issues
- Represent partner support in strategic forums and cross-team initiatives
- Drive a culture of continuous improvement, automation, and knowledge-sharing (KCS methodology)
- 6+ years of experience in B2B support operations, customer service, or service delivery (preferably in marketplaces, SaaS, management/operations consulting or tech platforms)
- Proven track record of launching or scaling multilingual, high-volume support teams
- Knowledge of support tooling (Zendesk, Jira a strong plus)
- Strategic thinking with hands-on operational drive
- Strong analytical skills and experience with KPIs, QA, and reporting
- Excellent stakeholder management and communication skills across functions
- Experience implementing KCS, ITIL or similar frameworks is a plus
- Fluent in English & Spanish.
BENEFITS AND PERKS
- Attractive compensation package consisting of base salary and the potential to earn a significant bonus for top performance.
- Opportunity to have a real impact in a high-growth global category leader
- 40% discount on all Fever events and experiences
- Work in a location in the heart of Madrid, with possible travel across our markets
- Home-office friendly
- Responsibility from day one and professional and personal growth
- Great work environment with a young, international team of talented people to work with!
- Health insurance and other benefits such as Flexible remuneration with a 100% tax exemption through Cobee
- English Lessons
- Gympass membership
- We have free food, drink and fruit at the office!
- Possibility to receive in advance part of your salary by Payflow
Thank you for considering joining Fever. We cannot wait to learn more about you!
If you want to learn more about us: Fever's Blog | Tech.Eu |TechCrunch
Fever is committed to creating an inclusive and diverse workspace where everyone's background and ideas count. Our main goal is to find the best possible talent regardless of place of birth, racial or ethnic origin, gender, gender identity, religion, opinion, sexual orientation, disability, pregnancy, marital status, age or caring responsibilities. We encourage everyone to apply!
If you require any kind of accommodation during the selection process please contact our Talent team so we can help you by providing a welcoming and seamless journey.
If you want to know more about how Fever processes your personal data, click here Fever - Candidate Privacy Notice
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